Sales Service Manager (Customer Service & Logistics)

Sales Service Manager

Position Summary

The Sales Service Manager is responsible for leading customer service operations and ensuring the highest levels of service for both internal and external customers. This role oversees customer order management, inbound logistics coordination, freight operations, customer communications, and team performance.

The position serves as a key liaison between customers, warehouse operations, finance, IT, and business units in the United States and China to ensure timely order fulfillment and issue resolution. The Sales Service Manager is also responsible for developing team performance standards, monitoring key performance indicators (KPIs), and driving continuous improvement initiatives. 

Essential Responsibilities

• Supervise daily customer service operations and order fulfillment activities.
• Ensure customer orders are processed accurately and shipped on time.
• Manage backorders and communicate material requirements to business units.
• Coordinate domestic and international freight operations.
• Optimize transportation routes and freight costs while maintaining customer service levels.
• Resolve order, inventory, ERP, and shipping-related issues with cross-functional teams.
• Monitor and improve customer response times and service performance.
• Manage aging invoices and support collection efforts.
• Develop and track department KPIs and performance metrics.
• Recruit, train, coach, and develop customer service team members.
• Create and maintain standard operating procedures (SOPs).
• Lead continuous improvement initiatives focused on efficiency and customer satisfaction.
• Collaborate with U.S. and China-based teams to support business objectives.

Required Qualifications

Education

• Bachelor's degree in Business, Supply Chain, Logistics, or a related field. 

Experience

• 5+ years of experience in logistics, customer service, order management, or a related field.
• 3+ years of leadership or supervisory experience.
• Experience managing domestic and international transportation operations.

Knowledge & Skills

• Experience working within ERP systems (Infor preferred).
• Knowledge of transportation management, including TL, LTL, ocean, air, and parcel shipments.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Project management experience.
• Proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint.

Preferred Qualifications

• Experience within a manufacturing, distribution, or supply chain environment.
• Lean Six Sigma or continuous improvement experience.
• Proficiency in Mandarin Chinese is preferred but not required.

Core Competencies

• Leadership
• Planning and Organization
• Team Development
• Collaboration
• Critical Thinking
• Continuous Improvement
• Customer Focus
• Accountability